Service Desk Agent

Our client is seeking qualified Service Desk Agents to provide Tier I and Tier II technical support services in a fast-paced help desk environment. The Service Desk Agent will support agency personnel by troubleshooting technical issues, supporting proprietary systems and applications, and ensuring high levels of customer satisfaction through phone and email support.

Key Responsibilities

Provide Tier I and Tier II technical support via phone and email
Analyze and resolve network hardware, software, and communication issues using diagnostic tools and troubleshooting procedures
Create, update, and manage service desk tickets using ticketing software
Escalate tickets appropriately to ensure timely resolution
Troubleshoot and maintain business line applications, including remote installation and redeployment of software
Install, configure, and maintain applications and tools including:
Cisco AnyConnect
Cisco WebEx
Microsoft Office Suite
BitLocker
Other agency-approved software and systems
Troubleshoot client computer hardware and software issues
Recover lost or accidentally deleted data when possible
Implement technical solutions based on customer and operational requirements
Follow standard operating procedures (SOPs) and assist with documentation maintenance and updates
Escalate process and policy concerns as needed
Deliver exceptional customer service while supporting users in high-stress situations

Minimum Qualifications

Must be a U.S. Citizen or have official legal status in the United States and have continuously resided in the United States for the last two years in accordance with 8 U.S.C. 1324b(a)(2)(C)
Must be able to pass a federal background investigation and obtain a Public Trust clearance
Associate degree or higher in Information Technology or related field; OR
High school diploma with relevant IT certifications, training, or equivalent experience
Minimum of one (1) year of information technology experience
Experience supporting network hardware, protocols, and standards
Application support experience
Knowledge of applicable data privacy practices and laws
Proficiency with Microsoft Word, Excel, Outlook, and database management tools
Preferred Skills & Competencies
Strong troubleshooting and problem-solving skills
Excellent verbal and written communication abilities
Exceptional customer service and interpersonal skills
Ability to remain calm and professional in high-pressure environments
Highly organized with strong attention to detail and accuracy
Ability to prioritize and manage multiple tasks and deadlines effectively
Experience working in collaborative, team-oriented environments
Work Schedule
Flexible shift availability required
Hours of operation:
Monday through Friday: 7:30 AM – 7:00 PM
Saturday: 7:30 AM – 4:00 PM
Shifts are typically scheduled for eight (8) hours per day, five (5) days per week